In ITIL and ITSM, it's mission-critical that everyone has a clear understanding of their roles, responsibilities, and how this aligns with business objectives and Key Performance Indicators (KPIs).
One way for IT leaders and CIOs to manage and monitor this is using a Responsibility Matrix, also known as a RACI Matrix. Other names for the same tool include a Linear Responsibility Chart (LRC) and a Responsibility Assignment Matrix (RAM).
In the software and IT sector, software companies and IT help desks and service centers manage customer relationships and expectations using Service Level Agreements (SLAs).
Service Level Agreements are integral to the smooth running of relationships between IT help desks and Software as a Service (SaaS) companies, cloud-providers, other technology vendors, and customers.
The cloud is so much more than new-era data storage. It has grown to offer services of all kinds to businesses, healthcare organizations, educational faculties, and more. You may already be familiar with "Software as a Service" or the SaaS meaning. While that is a well-known cloud service model, there are many other acronyms you may be unaware of. The "aaS" at the end of each acronym stands for "as a service." A provider delivers a tool or technology to you, usually online, so you do not have to own and run it yourself. Each acronym reflects another capable service of the cloud — one or more of which may be of value to you and your organization. Continue reading as we have created a master listing of each service related to today's cloud technology.
Businesses and organizations constantly need to monitor performance and identify areas of improvement. Maturity models are a tool, often used in IT departments, customer-centric organizations, and software companies, to measure the success of management processes, styles, and IT systems.
In this article, we look at how maturity models apply to the following in a company's IT operations:
Before the Internet, business to business (B2B) customer journeys were simpler, linear, and customers had less control. Sellers controlled the flow of information and were often the ones to initiate contact.
Salespeople and marketing teams pulled potential customers into the sales funnel, except for word-of-mouth referrals and those who went seeking solutions to their problems. The digital age changed all of that.
We live in a hyper-connected society. Almost everyone we know has a cell phone, tablet, or computer — maybe all and more. These devices are designed to make our day-to-day activities more efficient and enjoyable. While healthcare is rarely an enjoyable experience, there are always means that can be used to make it more comfortable. One of those solutions comes with improved technology that allows patients and providers to communicate and share data with speed and ease. The most common way improved communication occurs between both parties is through personal electronic devices, like smartphones. Although this sounds like a great idea, it has not exactly taken off. This is mainly because HIPAA still applies.
A customer apology email is a direct message that acknowledges a specific service failure, takes clear responsibility without making excuses, and explains what your team has done or is doing to make it right. In customer service, knowing how to write one (and how to train your team to deliver the same message sincerely over the phone) is one of the most practical skills you can build. A well-written apology can rebuild trust after a mistake. A poorly written one, such as one that is vague, defensive, or full of "we're sorry for any inconvenience", can end the customer relationship entirely.
Drug rehab centers are big business, with over 1,500 facilities around the U.S. and 3.7 million people receiving treatment for drug and alcohol addiction. Many are filled to capacity, and many more are needed to meet the growing demand for rehab treatment.
Some of the most famous include the Hazelden Betty Ford Foundation, with 16 treatment centers nationwide. Drug and alcohol addiction can affect anyone; as much as society might not want to acknowledge it, this is a widespread nationwide epidemic.
What's causing the recent influx of service tickets at your organization? Why are customers complaining about long wait times for a reply? Why are your customer service staff resigning regularly? Sometimes, persistent issues can be related to a product or service you offer. If you find yourself asking questions like this or fielding inquiries about faulty products with regularity, it might be time to conduct a root cause analysis. We'll dive deeper into what this process entails below, but it is important to determine problems beyond what they appear to be on the surface.
Virtual Private Networks (VPNs) have been popular amongst numerous organizations and sectors. Now, with remote and hybrid work so widespread, companies need to be even more conscious of the way they allow employees and contractors to access files and internal systems. You may ask "Do VPN's really work?" Continue reading to find out.
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